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Senior Guest Experience Officer

2 months ago

Singapur, Singapore Mandai Wildlife Group Full time

Mandai Wildlife Group is dedicated to caring for the planet and protecting animals and nature. Conservation education is intrinsic in all interactions with the Group, to inspire action for a healthier world.

Mandai Wildlife Group is the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renown wildlife parks which connect visitors to the fascinating world of wildlife. The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore’s Central Catchment Nature Reserve, that will integrate five wildlife parks with distinctive nature-based experiences, green public spaces and an eco-friendly resort.

Mandai Wildlife Group advocates for biodiversity, contributes leading wildlife research, develops innovative solutions to promote living sustainably, and collaborates with conservation partners in Singapore and Southeast Asia.

The Group provides funding and in-kind support to Mandai Nature for conservation work across Southeast Asia.

Mandai X is the growth accelerator and venture building arm of Mandai Wildlife Group that sparks, catalyses and accelerates innovative ventures in completely new domains that drive growth and impact at scale. 

Job Duties and Responsibilities 

·Be well-versed in information of all 4 Parks (Singapore Zoo, Night Safari, River Wonders, and Bird Paradise).

·Effectively manage guests’ enquiries and feedback within set SLAs and via various channels and platforms (which include, but are not limited to, emails, calls, livechat, and social media).

·Able to identify problem statements / issues and provide appropriate handling to escalated cases.

·Maintain a high standard of quality responses to guests to uphold service quality standards and ensure consistency.

·Work with various departments and stakeholders within MWG to enhance guest experience and satisfaction.

·Support in reporting key feedback cases to management and collaborate with relevant teams to effect satisfactory solutions.

·Handle rostering and training of staff.

·Manage situations that require problem solving and innovative solutions.

·Assist with monthly reports and updating of Standard Operating Procedures (SOPs).

·Assist with adhoc projects for the Guest Experience Management team as required.

Job Requirements 

·Minimum Diploma

·Minimum 1 year of relevant experience

·Strong interpersonal and communications skills (English).

·As enquiries and feedback may be in various languages, proficiency in other languages, such as Mandarin, Tamil / Hindi, Japanese or Korean will be advantageous.

·Previous customer service experience will be preferred.

·Quick-thinking, adaptable, able to thrive in fast-paced environment.

·Strong team player, but also comfortable to work independently where required.

·Able to work on weekends and public holidays.

·Able to work until 8pm or later (as required), on shift.

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